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Improving CX is the Top Corporate Goal from 2020 to 2022 Across Industries , customer engagement and experience , digital customer engagement , end user engagement strategy
10-Jan-2020
North America
Market Research
K48A-01-00-00-00
IT03999-NA-MR_23977
The overall research objective is to measure the current use and future decision making behavior toward customer contact solutions primarily in the United States with a small sample from other regions. The technologies we covered include: customer journey analytics, elearning, quality monitoring, social media analytics, speech analytics, unified agent desktop, workforce/performance management, web interaction analytics, and web collaboration tools. Interaction channels we explored include: chat/chatbot, email,ivr (interactive voice response), live agent, messaging bot (Facebook, WeChat, etc.), IoT (internet of things), mobile customer care, proactive outbound,video/video kiosk,virtual assistant (text, voice), web, and social media.
Frost & Sullivan aims to:
Understand the IT-related challenges organizations face today
• Monitor the status of digital transformation
• Assess the current and future use of CX technologies
• Evaluate factors that drive investments in CX technologies
• Gauge CX trends
• Appraise available IT budgets
One key finding was that by 2022, over 95% of contact centers will have chatbots deployed. Other big investments will include messaging bots and virtual assistants. AI will allow for automation of more complex tasks, but will not substantially replace humans. On the contrary, live agents will build relationships with customers.
This study provides insights on key investments needed for end user businesses to meet their number one corporate goal: to improve customer experience.
Analyst: Alpa Shah
Customer Research Objectives
Survey Research
End-user Priorities for Customer Engagement—Percent of Respondents by Region, Global, 2019
End-user Priorities for Customer Engagement—Percent of Respondents by Contact Center Size, Global, 2019
End-user Priorities for Customer Engagement—Percent of Respondents by Industry, Global, 2019
End-user Priorities for Customer Engagement—Strategic Imperatives for Success and Growth, Global, 2019 to 2022
End-user Priorities for Customer Engagement—Factors Preventing Contact Centers from Meeting or Exceeding their Goals, Global, 2019
End-user Priorities for Customer Engagement—Level of Importance of Emerging Technologies, Global, 2019 to 2022
End-user Priorities for Customer Engagement—Trends in Average Talk Time in Contact Centers, Global, 2018 to 2019
End-user Priorities for Customer Engagement—Trends in Number of Voice Calls Handled in Contact Centers, Global, 2018 to 2019
End-user Priorities for Customer Engagement—Channels Supported, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Level of Interaction Channel Integration, Global, 2019
End-user Priorities for Customer Engagement—Reasons Behind Lack of Interaction Channel Integration, Global, 2019
End-user Priorities for Customer Engagement—Top Social Media Strategy Goals, Global, 2019
End-user Priorities for Customer Engagement—Mobile Device Customer Contact Capabilities, Global, 2019
End-user Priorities for Customer Engagement—Contact Center Systems/Applications Usage, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Reasons for Preventing Analytics Deployment, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Hosted/Cloud Contact Center Solution Usage, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Percent of Contact Center Seats Deployed in Hosted/Cloud Solutions, Global, 2019
End-user Priorities for Customer Engagement—Reasons for Moving to Hosted/Cloud Solutions, Global, 2019
End-user Priorities for Customer Engagement—Percent of Respondents that are Outsourcers, Global, 2019
End-user Priorities for Customer Engagement—Percent of Respondents that Outsource or Plan to Outsource Over the Next Two Years, Global, 2019 to 2021
End-user Priorities for Customer Engagement—Concerns about Outsourcing Functions, Global, 2019
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| New Title | North America End-user Priorities for Customer Engagement - Growth Opportunities, Analysis, Forecast, North America,2019 |
|---|---|
| New Subtitle | Improving CX is the Top Corporate Goal from 2020 to 2022 Across Industries , customer engagement and experience , digital customer engagement , end user engagement strategy |
| Deliverable Type | Market Research |
| No Index | No |
| Podcast | No |
| Author | Alpa Shah |
| Industries | Information Technology |
| WIP Number | K48A-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9705-C1,9661,9723 |
Global End-user Priorities for Customer Engagement, 2019
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